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Understanding the Dashboard

KPIs, attention cards, and performance trends at a glance

#What is the Dashboard?

The dashboard is the first page you see after signing in. It provides a real-time overview of your organization's call quality performance. At a glance, you can see how many calls have been processed, your average quality score, and which campaigns or agents need attention.

[SCREENSHOT: Main dashboard showing KPI cards, sparklines, and attention cards]

#KPI Cards

The top of the dashboard shows four key performance indicators, each with a 6-week sparkline trend:

KPI What It Shows Why It Matters
Total Calls Number of calls uploaded in the selected period Track your QA coverage volume
Completed Calls Calls that finished the analysis pipeline Confirms processing is working
Avg Quality Score Mean score (0-100) across all analyzed calls Your headline quality metric
Completion Rate Percentage of uploaded calls that completed analysis Monitors pipeline health

Each card includes a small sparkline chart showing the trend over the past 6 weeks, so you can spot improvements or declines at a glance.

A Needs Review badge also appears, showing the count of calls flagged for manual review. Click it to go directly to the Review Queue.

#Time Period Picker

All dashboard data is scoped to a time period. Use the picker in the top-right to change it:

Period What It Covers
This Week Monday to today
Last Week Previous Monday to Sunday
This Month 1st of the month to today
Last Month Full previous month
Custom Any date range you choose

When you change the period, all KPIs, attention cards, and trends update to reflect that window.

#Attention Cards

Below the KPIs, six attention cards highlight the campaigns and agents that deserve your focus:

#Campaign Attention Cards

Card Shows Action
Worst Performing Campaign Campaign with the lowest average quality score this period Investigate checks, review calls
Best Performing Campaign Campaign with the highest average quality score Identify what's working well
Most Improved Campaign Campaign with the biggest positive score change Recognize successful coaching

#Agent Attention Cards

Card Shows Action
At-Risk Agent Agent with the lowest performance this period Prioritize for coaching
Top Performing Agent Agent with the highest scores Recognize excellence
Most Improved Agent Agent with the biggest positive change Validate coaching effectiveness

Each card shows the entity name, score, and trend direction. Click a card to drill into that campaign or agent's detail page.

#Agent Dashboard

If you are signed in as an agent, you see a different dashboard tailored to your personal performance:

  • Welcome banner with your name and pending task count
  • Coaching pack banner (if you have unreplied coaching packs)
  • Quick actions for completing pending scorecards
  • Monthly stats — your calls, average score, flagged calls
  • Overall stats — average score, total calls, highest and lowest scores
  • Trend charts — your performance over 3, 6, or 12 months
  • Goals widget — active performance goals with progress bars
  • Pending scorecards — list of scorecards waiting for your response
  • Coaching stats — active packs, unreplied count, completed packs

See Agents — Agent Dashboard for full details.

#Empty States

If your organization has no campaigns yet, the dashboard shows a welcome message with a prompt to create your first campaign. Follow the Getting Started guide to set one up.

#Troubleshooting

#My KPIs show zero even though I've uploaded calls

Symptoms: All numbers are 0 despite having calls in the system. Cause: The selected time period may not include your calls, or calls haven't finished processing yet. Solution:

  1. Check the time period picker — make sure it covers your upload dates.
  2. Go to your campaign and check call statuses. If they show Pending or Transcribing, they haven't completed analysis yet.

#Attention cards are empty

Symptoms: "No data for this period" on attention cards. Cause: Not enough completed calls in the selected period to calculate rankings. Solution: Upload and analyze more calls, or expand the time period.

#FAQ

#How often does the dashboard refresh?

Dashboard data refreshes every 30 seconds automatically. You can also change the time period to trigger an immediate refresh.

#What score range is considered "good"?

Scores are 0-100. Generally:

  • 80-100 (green) — Excellent quality
  • 60-79 (amber) — Acceptable, room for improvement
  • Below 60 (red) — Needs attention

These thresholds are consistent across the platform.

#Can I customize which KPIs appear?

Not currently. The dashboard shows a fixed set of organization-wide KPIs. For custom analysis, use the AI Copilot or Reports.